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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
04/09/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
Ive been trying to get my teeth looked at for over 2 months at this facility. Ive been having to be put on antibiotics for at least a month. They are refusing to bring me and others to get something done about our teeth. They keep making excuses and its putting my health at risk. My teeth are so bad that the infection has it where my ear has so much pressure it feels like its going to pop. I understand they want to get paid from the insurance but we have to get our teeth done and there are only certain days they will help you at the stew pot. This company needs to be on top of peoples health. It shouldnt be just about a check.
Business response
04/26/2024
Dear Better Business Bureau,
We are writing in response to the complaint filed by a client of ours with the initials of E.S. regarding their experience with our substance abuse treatment facility. We take all feedback seriously and appreciate the opportunity to address the concerns raised.
We regret any inconvenience or discomfort experienced by the client in accessing dental care while at our facility. The health and well-being of our clients are paramount, and we are committed to providing timely and compassionate service to all.
Upon receiving the complaint, we promptly initiated an internal review to better understand the circumstances surrounding his challenges in obtaining dental care while in our treatment program. We empathize with E.S. and others facing similar difficulties in scheduling dental appointments, especially considering the limited availability of free dental clinics in the DFW area and the resulting delays in receiving care.
Despite this hurdle, we made multiple attempts to support the client in obtaining a free dental appointment, understanding the urgency of their situation and the importance of addressing their dental needs promptly. It's important to clarify that we would have prioritized E.S urgent dental needs if any viable options were available. However it is also important to understand the nature of our business as an addiction services provider - not a dental practitioner.
Dental services are not included in the services offered by Discovery Point Retreat. We specialize in providing substance abuse treatment services and do not cover dental care as part of our offerings.
As part of our commitment to continuous improvement, we are taking proactive steps to address the issues highlighted in E.S's complaint. This includes collaborating with dental providers and academic dental clinics to streamline access to free dental care to accommodate the needs of our clients more effectively.
We want to assure the Better Business Bureau (BBB) and E.S. that we are dedicated to ensuring that all clients receive the care they require in a timely and efficient manner. We value the trust our clients place in us and remain committed to upholding the highest standards of service.
We appreciate the BBB's role in facilitating communication between businesses and consumers and thank you for bringing this matter to our attention. Should you require any further information or assistance, please do not hesitate to contact us directly.
Sincerely,
*************************, COO, Discovery Point RetreatCustomer response
04/27/2024
I have reviewed the business response and accept this resolution.Initial Complaint
09/27/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Date of transaction: 8/22/23 Paid $1000.00 The business committed to provide Alcohol Rehab treatment.Their advertisements, TV commercials, and website were full of false claims.The business is a scam and have refused to refund my $1000 deposit and the charges they are submitting to my insurance provider ********** Blue Shield. I failed to read reviews online, BBB, yelp about all the false claims they advertise and continue to practice everyday.I attached just one of the complaints I found on yelp but it totally summarizes the fraudalent claims the facility makes to vulnerable addicts.Customer response
10/17/2023
I just got a refund from Discovery Point of the $1000 I paid them, so my complaint has been resolved, thank youBusiness response
11/02/2023
This has been resolved. The client father received his refund for the deductible and out of pocket payment they made at the time of clients admission.Initial Complaint
05/11/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
********** facility claims of comprehensive treatment plan through assessment, holistic,cognitive and dialectic therapies. None of which were provided. Only untrained and unlicensed staff members. Discovery Point Claims that clinical staff monitor 24/7. Witnessed other patients providing medical duties to each other. Overall short staffing resulting in non-structured actions of dominating male patients ruling the house, i.e., watching violent, drug use movie Pulp Fiction when it should have been lights out for the evening. Discovery Point Claims exercise, nutrition and wellness, none of which was provided. Discovery Point Claims on site personal Chef who prepares 3 meals daily including baked goods.Non-existent, was served take out and fast food for every meal with little to no fruits and vegetables or bottled water on a daily basis, only soda and Gatorade.Business response
05/25/2023
In response to the complaint, we would like to address the concerns raised. Our facility is committed to offering a range of therapeutic modalities and a comprehensive treatment plan to all our clients. We take pride in our highly qualified staff, including nurse practitioners, a psychiatrist, RN, LVN, LPC, LPA-A, *****, and other dedicated individuals who are licensed and trained to provide effective treatment and support.
Ensuring the safety and well-being of our clients is our top priority. We maintain an appropriate staff-to-client ratio to provide adequate supervision and care. Our staff members are well-trained and consistently uphold program guidelines to create a safe and supportive environment for everyone. We understand the importance of meeting client expectations, and we appreciate the feedback provided as an opportunity for growth and improvement. We are committed to continuously enhancing our program to better serve our clients, providing effective treatment, and delivering the support they need on their journey towards wellness and recovery.
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Contact Information
Customer Complaints Summary
4 total complaints in the last 3 years.
1 complaints closed in the last 12 months.
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